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Charter & Series 3 Problems

Discussion in 'TiVo Series3 HDTV DVRs' started by ckoble, Sep 16, 2006.

  1. Oct 10, 2006 #421 of 1052
    cotton168

    cotton168 New Member

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    Aug 8, 2006
    Monterey...
    Hey Larry, I hope you get your cards working real soon on your S3 so that you can enjoy it. My tech is coming today (don't know what time, but it should be between 8-10) so I'll post back later my experiences with them.
     
  2. Oct 10, 2006 #422 of 1052
    rsincavage

    rsincavage New Member

    5
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    Oct 6, 2006
    So the tech came out today, within ten minutes, both cablecards which the previous tech had guessed were defective were working perfectly.

    He didn't claim to know the details, but he said that in addition to having the cards activated, something on my account such as a "node type" had to be added or changed. He mentioned something like there being '1000', '2000', and '3000' type nodes. He also said that this change was made at their dispatch office instead of at the head end.

    So, maybe if any of you all are still struggling with Charter, you could mention these things and perhaps make some progress. :D
     
  3. Oct 10, 2006 #423 of 1052
    cotton168

    cotton168 New Member

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    Aug 8, 2006
    Monterey...
    Oops! Didn't read your title which answers my question about where you are from. Congrats on getting your S3 working! :)
     
  4. Oct 10, 2006 #424 of 1052
    rsincavage

    rsincavage New Member

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    Oct 6, 2006
    I often ask myself the same thing :confused:

    -- I am in Greenville, South Carolina
     
  5. Oct 10, 2006 #425 of 1052
    adventurelarry

    adventurelarry New Member

    65
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    Dec 10, 2002
    New Hampshire
    Hi Cotton,

    My cable cards have been working since the 4th of the month, my problem has been getting the HD-Tier (which is 4 channels) added.

    On the positive side, I just received a phone call from Charter Corporate in response to my issue, and this will be resolved quickly I was told. THey were surprised that it has been so difficult for me to get the HD tier.

    I guess my e-mail to the President of Charter worked.

    --Larry
     
  6. Oct 10, 2006 #426 of 1052
    cotton168

    cotton168 New Member

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    Aug 8, 2006
    Monterey...
    LOL Larry. My bad about getting your story mixed up with others. :p Very happy to hear that the e-mail to the president worked, but frustrated with the fact that your area couldn't help you without having a truck roll out. Don't know what that problem is, but I hope they resolve that issue real soon and that you will get the HD Tier channels.
     
  7. Oct 10, 2006 #427 of 1052
    cotton168

    cotton168 New Member

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    Aug 8, 2006
    Monterey...
    I'm a bit cautious about saying success, but right now I am just gosh darn giddy!!! :D I had two techs come out today including the tech supervisor. Their names are Pedro (the tech) and Julio. Both were very nice and Julio had actually done a previous S3 and knew about kind of what to do. Before they came, I ended up taking out the previous CC and restarting the machine. When they came, we put in CC1 and went through the entire setup. When setup was finished, I was astonished to find that I was actually receiving the premium channels that I oh so missed. :) When I checked the local channels, we discovered a problem and that I was not receiving those.

    We ended up inserting CC2 in and Pedro made a comment about having one CC get the premium channels and the other one get the local channels. LOL The second CC did not work so they put in another one (got the firmware in progress screen of death) and it took a little time, but we were able to receive the local channels. Checked the premium and there they were. We finally decided to check whether or not CC1 had the local channels as well and there they were in all their 480i glory! :D

    I am so happy to have both CCs again having only been using one in the past few days. Now I'm keeping my fingers crossed that all the channels will continue to work. I did mention the pixelation issue I was having with certain channels and they said that they knew about the issue and were working on it. He tried to get more info from me, but unfortunately, I deleted all the HD recordings I had. :(

    Good luck to the rest of you and not to worry, I will be here "hovering" around to help out. :D

    Oh, octomonkee, I must say that I did mention Tito and Liz to Pedro and he actually knew Tito. I told him that if he was still having problems to contact Tito to see how he got yours working. ;)

    Thank you to everyone to helped out and good luck to the rest who still need it! :)
     
  8. Oct 10, 2006 #428 of 1052
    rickh710

    rickh710 New Member

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    Sep 23, 2006
    howdy folks -

    i've been reading this forum with much interest over the past few weeks and it has given me a lot of moral support, so i thought i would add my experience with Charter for those who haven't taken the plunge yet.

    i'm in Altadena (Pasadena, CA). before ordering the S3 i called Charter (twice!) to ask about cable card availability in my area and was told to go to my local service office to pick them up. when i got there, i was told that i needed an installer appointment and that the two CSRs i spoke to had given me incorrect information.

    ordered the S3 and when it arrived, called to schedule a cable card install. got a VERY hostile CSR who kept repeating "we don't support Tivo" every time i asked a question. i requested a supervisor who kept up that mantra until i finally got a word in edgewise to explain that the S3 is on the CableLabs approved device list, etc, etc. i added that this Tivo is their friend, since i have to subscribe to cable rather than satellite if i want to fully use it. she relented and scheduled an install for one week later.

    week goes by and on install day i get a call two hours into the appointment window. dispatcher tells me they are cancelling my appointment because the cards don't work with the S3, that they are working on it and will put me down for a new appoitnment a week later.

    so that brings me to this past saturday, when i get a call from installer Oscar three hours into the appointment window. he tells me he's on his way, but that the cards probably won't work when he gets to my house (he's apparently working on another S3 install and burning through all the cards he has with him). a couple of hours go by and he's a no show, so use the caller id to call him back and he tells me he had to go to the warehouse and grab some more cards.

    when he finally arrives, i walk him through the process step by step, only allowing one card install and activation at a time (he wanted to pop both in). first card is recognized with no problem, he calls to activate, and a minute or two later i run the channel test and we're getting what seems to be all channels. he asks the CSR doing the activation to hold on while we insert the second card, but she refuses and hangs up on him. second card goes in, is recognized with no problem, and he calls to activate. we manage to get the same CSR on the line, she hits the card, and a minute or two later we've got channels. total time: less than 10 minutes. handed him my Moxi and he was on his way. before he left i told him that he can no longer go around telling people that the cards don't work.

    after he took off i re-ran guided setup and tested more thoroughly. i subscribe to pretty much everything and i'm getting all channels on both tuners, including HD tier with locals, all premium movie channels, etc. Logo Channel (on 680?) is the only exception - i get the "call to authorize" screen when i tune to it. figured i would give it a few days before pursuing the issue. haven't had any pixelization or audio drop-outs on any of the channels mentioned in previous posts from the San Gabriel Valley area.

    keep up the pressure if you're currently having problems with Charter...having dual-tuner HD integrated with our beloved Tivo interface is SO worth it!
     
  9. Oct 10, 2006 #429 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
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    Oct 3, 2005
    That was probably my install. While he was at my place, he called another customer and said essentially that. I felt bad for the customer because I knew the cards he had left wouldn't work (we had already tried and rejected them). He knew it, too, and wanted to cancel your appointment, but the dispatcher and his supervisor told him to go anyway because nobody wanted to get yelled at by you for cancelling. He was upset because he didn't want to go to your house and lie to you by pretending that it might work. I'm glad he was able to get some more cards and get your system going.
     
  10. Oct 10, 2006 #430 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Hey rickh710, I'm so sorry to hear about your ordeal with Charter. I truly think that those CSRs should be better trained to handle any kind of situation instead of just telling you that they don't support TiVo. I told Pedro that most of us here don't even mention that the CCs are going into a TiVo until the techs come because of the exact problem with their CSRs. It's a real shame. However, I am glad that your CCs are all working. I have to go home later on and check to see whether or not all the channels are working. For some reason, before I left, I saw that I was still missing some channels. I will have to check again to see if they all came in. Knew I was too excited too early!!!! :mad:
     
  11. Oct 10, 2006 #431 of 1052
    astroglide

    astroglide New Member

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    Jun 20, 2005
    st. louis here. requested cablecards late thursday night, truck rolled on monday morning. i told the phone op i was putting them in an s3 and she just talked about how she wanted one too, no issues mentioned. tech had never done an s3 install, but when he called in for activation he requested someone he knew that had done one before. whole process took about 30 minutes, and so far it's working flawlessly.
     
  12. Oct 10, 2006 #432 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Good to hear about your experience astroglide. I think any kind of experience is good whether good or bad because then we can all compare and if someone needs help in your area, they would know where to look. :)

    I actually just came back home and the first thing I did was check my channels. Yes, I was very excited to get home today. :D To my astonishment, the channels seemed to have all trickled in. I'm very happy to see this and I still have my other HD channels there so I'm one happy camper. Will give it a few more days/weeks before I call it a total success (knock on wood!). :)
     
  13. Oct 11, 2006 #433 of 1052
    octomonkee

    octomonkee New Member

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    Sep 21, 2006
    Pasadena, CA

    FYI: Charter told me today that they checked the incoming signal to them from HD KTLA (785), and HD ABC (787) and both are coming to them weak. They're going to look into it. So for everyone in the San Gabriel valley, CA that is having the pixelation problem...they're working on it.

    Also told them that I'm not getting audio on 132 (national geographic channel), and 188 (Fuel TV). Anyone else having this problem? Charter told me they'd look into this one as well.
     
  14. Oct 11, 2006 #434 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Hey octomonkee,

    Yes, Charter is looking into the Channel 5 and 7 HD. I double checked the two other channels that you mentioned and no, I am not getting audio in those two channels either. :( Didn't notice that since I don't watch either channel, but it is good that you pointed it out. I'm in Monterey Park, CA if you needed that info. Good luck and keep me updated when you hear anything. :)
     
  15. Oct 11, 2006 #435 of 1052
    ChuckyBox

    ChuckyBox New Member

    1,663
    0
    Oct 3, 2005
    It's good to hear that they're working on 5HD and 7HD.

    And I don't get sound on 132 or 188, either.
     
  16. Oct 12, 2006 #436 of 1052
    randyr6

    randyr6 New Member

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    Oct 12, 2006
    Does anyone have a phone number for a supervisor or tech who can help me get cablecards installed in my S3 in Altadena. I am getting the royal runaround. After three missed service calls and countless phonecalls to customer service with promises Charter never intends to keep, I am losing patience.
     
  17. Oct 12, 2006 #437 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
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    Sep 23, 2006
    Keep it up, it will work in the end. You'll need to get someone with the right cards. If you ask to talk to a supervisor and make sure they send the right cards for Tivo Series 3, they should (hopefully, by now) know the ones. The also have to be activated by Charter, once they're put in. Only the Charter techs have the authority to do that. I had the supervisor at my house, and I actually tried all the cards (he brought about 6), and we didn't stop until we found two that worked - by using the "Test Channels" menu item for each cable card. Keep at it, and it will work. Just try to avoid getting mad and frustrated. For me that was the key :cool:
     
  18. Oct 12, 2006 #438 of 1052
    cotton168

    cotton168 New Member

    228
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    Aug 8, 2006
    Monterey...
    Hey randyr6, I would actually try to PM Hi-Bred (the poster right after yours) for the Altadena/Pasadena info to contact them. If that doesn't work, try go through the automated hell and ask for a number for their closest center so that you can call them. That was what I did when I got the runaround from Charter. The phone number I got was for their Irwindale office so I didn't need to go through the automated hell. Also, when a tech does arrive, ask him to leave his supervisor's phone number so that you can contact the supervisor directly next time. Good luck!
     
  19. Oct 12, 2006 #439 of 1052
    Hi-Bred

    Hi-Bred Altadena, CA

    29
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    Sep 23, 2006
    I rebooted my Tivo last night - for some reason, the music & photos features weren't working, and rebooting fixed it - and after the Tivo rebooted and displayed the top menu, the Cable Card Diagnostics screen popped up (the black screen with white text). I pressed 'Clear', then went back, and it appeared again. Finally, I pressed 'Clear', then hit the Tivo button to go back up to the top menu. Then it didn't appear anymore after that point.

    I wonder if this is a problem with the Tivo (there seem to be no problems with my channels or dual-tuning ability). I wonder if the next 8.X software upgrade will solve that problem.
     
  20. Oct 12, 2006 #440 of 1052
    rbprescott

    rbprescott New Member

    18
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    Feb 26, 2002
    Monroe, CT
    I just had my Charter Cable Guy show up on Saturday at 5:00pm for an 9-12am window to install my cable cards in my new TiVo Series 3. After several calls to "Oz" the cards appeared to work. However it took a 2 hour call to "Oz" on Sunday to have the all of the HD Channels working. I live in Monroe, CT
     

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